The player from Finland requested a thorough investigation into her complaint against Lyra Casino regarding a €588 withdrawal that had been pending for over a month. She outlined issues such as a lack of transparency about the payment process, failure to address gambling addiction concerns, and the withholding of previously paid cashback benefits. The complaint was closed due to the player's lack of response to the Complaints Team's inquiries and reminders. The player was informed that the complaint could be reopened if she chose to resume communication.
LyraCasino - Player's withdrawal is unpaid and account concerns are raised.
Closed
Our verdict
Player stopped responding
Amount: €588
LyraCasino
Safety Index:HighCase summary
Discussion
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2 months ago
Complaint Against Lyra Casino – Unpaid Withdrawal, Payment Obfuscation, and Responsible Gambling Failures
I am submitting a serious and fully documented complaint against Lyra Casino. I believe this case goes far beyond a single customer service issue and reflects repeated and systematic irresponsible conduct.
Unpaid Withdrawal
Lyra Casino has failed to pay my €588 withdrawal, which has been pending for over one month. The casino has:
Refused to provide any payment confirmation or transaction receipt
Refused to disclose the payment service provider
Refused to properly investigate the matter
Failed to respond even to formal correspondence from my lawyer
The funds have never reached my bank account.
Obfuscation of the Payment Provider
In my bank records, the listed beneficiary is DMG MKTG (Nicosia, Cyprus). However, Lyra Casino refuses to confirm who processed the payment or explain the payment chain. This raises serious concerns about deliberate concealment of the payment flow.
Failure of Responsible Gambling Obligations
I suffer from gambling addiction. I have lost extremely large sums of money at Lyra Casino and its sister casinos. Despite clear indicators of harmful gambling behavior:
I was never contacted by the casino
No responsible gambling interventions or restrictions were applied
I was continuously encouraged to deposit more funds through bonuses and promotions
In my view, this constitutes a serious breach of responsible gambling obligations.
Misleading and Withheld Benefits
Additionally, Lyra Casino has suddenly refused to pay cashback benefits that had previously been paid under the same conditions, without any explanation or change in terms and conditions.
Overall Assessment
Based on the above, I believe that Lyra Casino:
Withholds player funds without valid justification
Avoids transparency and accountability
Operates irresponsibly toward vulnerable and addicted players
Complaints regarding this matter have been submitted to:
Kahnawake Gaming Commission
European Consumer Centre Finland
Relevant notifications regarding the payment processor are in progress
All claims are fully documented and can be provided upon request.
I respectfully request that this matter be investigated and that Lyra Casino’s suitability as a safe and responsible operator be reassessed.
Kind regards,
Jelena J.
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.
- Is your €588 withdrawal request still shown as pending in your casino account? If so, when exactly did you submit this withdrawal request?
- What types of games did you play to accumulate your €588 winnings?
- Have you ever contacted the casino to request self-exclusion due to gambling addiction? If so, please forward your email request, the casino’s response, and any subsequent communication to veronika.f@casino.guru.
Regarding the incorrect or unclear merchant names, I understand your concern. However, this is not something we are able to resolve. Online casinos often use general merchant names so that financial institutions do not directly see gambling-related transactions, as this could otherwise cause issues with certain banking operations.
As for the bonus-related issue, please note that bonuses are considered gifts from the casino. It is entirely up to the casino to decide who is eligible to receive bonuses, and casinos may change their bonus policies or exclude specific players at any time. Unfortunately, we are not able to require casinos to provide specific bonuses to individual players.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Dear JelenaJuntunen,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
